Senior Director Analyst, Customer Service and Support – Post‑Sales Value Strategy, Customer Experience & Operational Leadership - Remote US

Description

Senior Director Analyst, Customer Service and Support – Post ‑Sales Value Strategy, Customer Experience & Operational Leadership

About the role:

We’re seeking a Senior Director who is a recognized authority in post‑sales customer service and support, with deep expertise in customer experience, renewal and repurchase strategies, service monetization, and customer value creation / enhancement / realization. The ideal candidate will bring hands‑on experience shaping and evolving post‑sale customer models owned or co‑owned by Service and Support organizations, including retention, onboarding, lifecycle engagement, customer journey orchestration, and subscription‑based business transformation, as well as the design and scaling of tiered and premium support offerings.

This role requires more than operational expertise. We are seeking a true thought leader—someone who brings creative, original, and provocative thinking to the market; who can devise transformational strategies, frameworks, and forward‑looking ideas; and who can challenge conventional approaches to post‑sale service and support. Candidates must be comfortable creating written, customer‑facing deliverables and articulating novel insights and recommendations to senior executive audiences with clarity and conviction.

Gartner Analysts are industry thought leaders who create must‑have research, market predictions, and best practices for a broad range of world‑leading organizations. A Senior Director serves as a leader within Gartner’s Business and Technology Insights (BTI) group, shaping Gartner’s point of view for the market, and establishing themselves as a credible and influential voice at local, regional, and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic yet provocative research that Gartner clients consume and apply to propel their businesses toward critical objectives.

In this role, you will create research and provide advice to heads of B2B Customer Service and Support organizations across industries, helping them rethink how post‑sale engagement drives customer outcomes, economic value, and durable growth. You will help clients make better decisions, solve complex issues, and execute new practices that elevate service and support from a cost center to a strategic growth and value‑realization engine. These insights are published through written and graphical client‑facing deliverables and reinforced through in‑person meetings, virtual engagements, sales support visits, Gartner conferences, and industry events.

If you have spent your career developing deep expertise in B2B service and support strategy, value realization, and post‑sale customer models, and are excited by the opportunity to shape market thinking and influence executive leaders, this role is for you.

What you will do:

• Author high quality, consumable, actionable, “must-have insight” content based on research best practices and methodologies
• Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement
• Lead research projects requiring the coordination of colleagues and resources (including global primary and secondary research support teams).
• Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions
• Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings
• Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.
• Deliver outstanding commercial team support to retain and grow the Gartner business.
• Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy

What you will need:

• Senior leadership experience in customer service, customer support, customer experience, or post-sales experience operations, preferably within B2B SaaS or technology sectors
• Intellectual curiosity paired with strategic imagination - the ability to challenge conventional thinking, generate novel perspectives, and shape transformational strategies rather than simply codifying existing practices
• Experience designing, implementing, and operationalizing tiered and premium support models as well as monetized service offerings
• Proven expertise in customer journey mapping, onboarding, retention strategies, and value realization frameworks
• Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
• 12+ years of relevant function experience
• Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
• Experience working with customer service and support technology vendors
• Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
• Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.

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Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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